Call Center Supervisor

Menspro Health is a rapidly growing group of medical practices that specialize in Anti-Aging and Men's Health. We are looking for an experienced and dynamic Call Center Manager to lead our patient appointment booking operations and take it to the net level.

This role involves managing, developing, and improving the current team of appointment setters, handling direct customer inquiries, and enhancing service delivery systems. You will learn our processes and your job is to improve those processes, optimize scripting in order to increase patient appointment bookings, appointment show rates, and build the call center team to be a powerful team that can handle more clinics as we grow, adding more staff as necessary.

The ideal candidate will be adept at team development, process improvement, customer interaction, and strategic growth. We are rapidly growing and need someone who can come in and level us up immediately.

There is potential for growth and to develop more as the clinics grow.

Key Responsibilities:

• Team Management:
• Oversee, develop and lead our team of customer service representatives from 8 AM to 5 PM. Monday - Friday. Eventually adding in Weekends.
• Recruit, train, and develop team members to ensure high-quality customer service.
• Conduct regular performance reviews and provide constructive feedback.
• Customer Interaction:
• Handle complex customer inquiries via phone, email, and text, ensuring resolution and customer satisfaction.
• Serve as a point of escalation for customer issues that cannot be resolved by the team.
• Process Improvement:
• Analyze current call center operations and identify areas for improvement.
• Implement new strategies and systems to enhance efficiency and customer show rate.
• Monitor key performance indicators (KPIs) and adjust strategies accordingly.
• Service Quality:
• Ensure all patient interactions meet or exceed company standards for quality and courtesy.
• Develop and maintain scripts and guidelines for patient interactions.
• Reporting:
• Prepare regular reports on team performance, patient feedback, and operational metrics.
• Use data analysis to inform decision-making and strategic planning.
• Innovation:
• Stay updated with the latest trends in customer service and call center technology.
• Propose and implement technological solutions to streamline operations.
• Growth Opportunities:
• Develop strategies for expanding the call center team, potentially increasing staff beyond the initial members.
• Explore and implement new services or additional channels of customer interaction (e.g., chat support, social media support).
• Participate in business development discussions to identify new revenue streams or service offerings.

Requirements:

• Minimum of 3 years of experience in a call center or customer service management role, with a proven track record of growth, innovation, and excellence.
• Strong leadership skills with experience in team expansion and development.
• Excellent communication skills, both written and verbal.
• Strategic thinking and business acumen for identifying and capitalizing on growth opportunities.
• Proficiency in CRM software and other call center technologies.
• Ability to handle high-pressure situations and multitask effectively.
• Commitment to customer service excellence.

Bonus Structure:

• Quarterly performance bonus based on team KPIs, appointment show rate scores, operational efficiency improvements, and growth metrics.
• Bonus for exceeding targets in customer retention, team development, innovation in service delivery, and successful expansion of services or staff.

Benefits:

• Health, dental, and vision insurance.
• 401(k).
• Paid time off and sick leave.
• Professional development opportunities, including leadership training for expanding roles.

How to Apply:
If you are passionate about customer service, team leadership, and have a vision for growth, please submit your resume and a cover letter explaining why you are the ideal candidate for this role, including any past experiences with team expansion or service innovation.
This updated job description now highlights the potential for growth within the role, appealing to candidates who not only manage but also look to expand operations and services.

Job Type: Full-time

Pay: $55,363.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• Call center management: 3 years (Required)

Ability to Commute:

• Franklin, TN 37067 (Required)

Work Location: In person

Salary : $55,363 - $75,000